(FCA Complaints Data – 1 January 2016 to 30 June 2016)
Data published today by Santander UK reveals that the number of FCA reportable complaints received by the bank continues to fall. In the first half of 2016, the bank received 96,669 complaints, compared to 101,921 in the second half of 2015, and 121,314 for the first half of 2015. Complaints remain significantly lower than historic levels, and have decreased through every reporting period since the first half of 2010.
Looking specifically at Banking and Credit Card complaints, Santander continues to make improvements, with the latest data showing 58,199 complaints. Banking complaints per thousand customers stand at 2.2/1000, a significant decrease from the peak of 8/1000 in August 2010.
These improvements reflect Santander’s continued focus on improving customer experience. Over the last few years, the bank has simplified processes and systems, working hard to ensure that customers have easy access to the right products to suit their needs, backed up with a service proposition that fulfils our commitment to be a bank that is Simple, Personal, and Fair.
During the last year we have transformed our customers’ digital experience with the launch of a series of new products, including, voice-assistant technology, where SmartBank users can speak to their app and ask questions about their spend. We also became the first UK bank to introduce blockchain technology for international payments, through a new app. The app has initially been rolled out as a staff pilot and enables payments of between £10 and £10,000 to be made, at any time of the day, with funds appearing in the recipient’s account the next working day.
Our continued work to deliver an excellent customer experience across all channels continues to be recognised externally. So far this year, we have seen MoneySavingExpert, MoneySupermarket and Moneywise all rank Santander as one of the top High Street banks for customer satisfaction and our products.
Sue Willis, Managing Director of Customer Experience & Complaints, Santander UK, commented: “Helping people and businesses prosper through providing Simple, Personal, and Fair banking lies at the heart of our strategy. Coupled with that, offering customers a seamless experience and excellent service is fundamental to the way we work.
“While we have reduced overall complaints every reporting period since the first half of 2010, we know we still have more to do and remain unwavering in our commitment to deliver an exceptional customer experience.”
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Notes to Editors:
| H1 2016 | Number of | Number of | Complaints closed | Closed complaints |
Banking and Credit Cards | 58,199 | 57,743 | 99% | 46% |
Home Finance | 8,760 | 7,536 | 95% | 61% |
General Insurance and Pure protection | 24,306 | 24,121 | 97% | 66% |
Decumulation, Life and Pensions | 735 | 798 | 86% | 34% |
Investments | 2,453 | 3,398 | 93% | 80% |
Credit Related | 2,216 | 1,897 | 98% | 48% |
TOTALS | 96,669 | 95,493 | 98% | 53% |
Santander UK is a financial services provider in the UK that offers a wide range of personal and commercial financial products and services. It has brought real competition to the UK, through its innovative products for retail customers and relationship banking model for UK SMEs. As at 30 June 2016, the bank serves around 14 million active customers with c. 20,000 employees and operates through 847 branches (which includes 58 university branches) and 69 regional Corporate Business Centres. Santander UK is subject to the full supervision of the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) in the UK. Santander UK plc customers are protected by the Financial Services Compensation Scheme (FSCS) in the UK.
About Us
Banco Santander (SAN SM, STD US, BNC LN) is a leading retail and commercial bank, based in Spain, with a meaningful market share in 10 core countries in Europe and the Americas. Santander is the largest bank in the euro zone by market capitalization and among the top banks on a global basis. Founded in 1857, Santander had EUR 1.52 trillion in managed funds, 12,500 branches and 190,000 employees at the close of June 2016. In the first half of 2016, Santander made underlying profit of EUR 3,280 million.
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